Supervisor- Contact Center

SUPERVISOR – CONTACT CENTER

At Bobby Dodd Institute, we believe in an inclusive world where people of differing abilities can lead more independent and purposeful lives when provided the right guidance, support, and opportunities.

Under the supervision of the Senior Director, the Supervisor oversees the practical day-to-day operations of 15 Customer Service Representatives. They provide operational support in accordance with policies and procedures. In addition, they ensure smooth contact center operations and be the primary coach for frontline staff.

This position requires the candidate to successfully complete a criminal history background check.

KEY RESPONSIBILITIES
• Provides daily direction and communication to Team Supports and team members so that customer service tasks are completed in a timely, efficient, and knowledgeable manner.

• Handles human resource management issues among teams, including completion of employee reviews, coaching, corrective action, timecard review/correction, time off approvals, etc.

• Interview as needed to support recruiting efforts

• Provides training and resources, including updating the intranet wiki, so that team members are equipped to do their jobs.

• Identifies opportunities for process improvements and solutions to upper management

• Monitors and tracks productivity; keeps Customer Service Manager informed of related issues.

• Submit overview reports to management as requested.

• Complete QA for the team

• Manage the Call Que and chats to answer questions

• Take supervisor calls as needed.

• Minimum two QA audits per week will be conducted on each agent and documented in, Playvox

• Support other teams, when needed.

PHYSICAL QUALIFICATIONS
This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

The Supervisor may be asked to complete other duties as assigned by management. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that the employee requests for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

OVERALL QUALIFICATIONS

• Must have 2 years of call center background

• Communicates Effectively

• Manages Complexity

• Customer Focus

• Develops Talent

• Directs Work

• Resourcefulness

• Situational Adaptability

• Builds Effective Teams

• Instills Trust

• Drives Vision and Purpose

PREFERRED EDUCATION AND EXPERIENCE

• High School or GED

• 5 + years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.

• Previous experience requiring clear and calm communication by phone.

• Previous experience that required the ability to use the computer system and maintain good records effectively.

• Strong knowledge of durable medical equipment, typically gained in 2+ years of experience.

• Advanced understanding of insurance guidelines and billing, including rules, limits, verification procedures, cost/reimbursement rate issues, etc.

• Minimum of 2 years of leadership experience in a Call Center or similar environment

Bobby Dodd Institute (BDI) is an equal opportunity employer and a Drug-Free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. BDI is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) Federal Contractor.